Our Team
Mayne & Loh combines deep retail expertise with AI-powered client support. Richard leads all strategic consulting. Our AI assistants ensure every client gets fast, informed, responsive service — 24 hours a day.
Richard Mayne, CCXP
Richard founded Mayne & Loh after a career that most retail consultants can only read about. Over 24 years, he progressed from the shop floor to Store Director, Country Manager, and franchisee — building, running, and growing retail businesses across Singapore, Malaysia, and Australia.
His career includes director-level roles at Courts, where he managed full store P&L as Store Director; Harvey Norman, where he held multiple positions culminating in Country Manager for Malaysia and operated as a franchisee in Australia; and Spotlight, where he led the Singapore business and supported expansion into Malaysia. He also brings experience from StorHub, Singapore's largest self-storage operator.
🌏 Rooted in Southeast Asia
Richard's connection to the region runs deeper than most. He studied at the University of Indonesia in 1996 and has been based in Singapore since 2001. With nearly three decades living and working across Southeast Asia and Australasia, he brings genuine cultural fluency — not fly-in, fly-out consulting — to every engagement.
What makes Richard different from most consultants is that he hasn't just advised on retail — he's run it. He's had his own money on the line as a franchisee. He's been the one accountable for the numbers, the teams, and the customer experience.
A Certified Customer Experience Professional (CCXP) and active member of both CXPA and CX Singapore, Richard now channels this depth of experience into helping retail businesses across Southeast Asia sharpen their strategy, elevate their customer experience, and build stronger teams.
Specialisms
Our AI-Powered Assistants
Our assistants are AI-powered team members trained to handle client communications, scheduling, admin, and technical support. They're available around the clock and designed to be helpful, professional, and transparent about what they are.
💡 Why AI-powered assistants?
As a customer experience consultancy, we believe in practising what we preach. Our AI assistants are trained on Mayne & Loh's knowledge base and Richard's 24 years of retail expertise. They provide fast, consistent, knowledgeable responses while Richard focuses on strategic consulting. It's better CX through smarter use of technology — the same approach we recommend to our clients.